Hi @mhydeski, we have located the account using your community details. We can really see an indication that your connection is dropping out, thus we have escalated this to our Engineering Team for further investigation. You will be contacted by the case engineer via SMS or a phone call to discuss the progression of the case.
Hi @jayell, we have also located an account using your community details, but we'd like to make sure that we really got the right one. Please PM us your TPG customer ID, username and complete address.
To send a PM, please refer to this link:How do I private message (PM) in the community
Hi @jayell, thanks for sending the account details via PM. We have checked the status of your service and it looks stable at the moment.
If you are connecting all your devices via Wi-Fi, these community articles can help you in improving the wireless connectivity performance.
Easy Steps to Improve Wi-Fi Connection In Your Home
Wireless Channel on your modem - what is it and why should I change it?
Wi-Fi troubleshooting steps - No Internet/Connection
Otherwise, please PM us your best contact number and most convenient time to receive a call so we can have a specialist contact you for assistance.
Also please PM us the MAC Address and Serial Number of the TPG supplied modem.
We'll wait for your response. Thank you.
Thanks for the response. I will PM the details. It might be the router. As I see some devie are more verbose and would have warnings like "can't obtain an IP address".
Not sure if the IP leasing would expire, but I've tried reserving the IPs earlier for all my devices which still didn't work.
But yeah, details to come via PM.
Hi @Riezl , not sure what exactly happened. The symptom was that all of a sudden the internet connection dropped, checked the router and the PPPoE conntion was dropped. Check the NBN modem, all 4 light were constant on, so I what I can say is that there seemed to be an issue with the TpLink Router. It happened quit a few times before and I tried to let the router to disconnect and reconnect again, and it did not work. Eventually I had to reboot the router and then everything returned to normal. I've set my router to auto reboot every 3 days when I noticed the issue. It has been quiet for a while, until it happend again today.
I thought I was alone then I search online and found this thread and commented. Unfortunately seems the router drops all logs upon reboot. The incident happend around 2019-09-21 13:56:18 as that was the first log entry in the router with correct time stamp, considering the time I found the issue and rebooted the router, the drop out should happend a few minutes before that. Could you please help to check in your end? If there was nothing wrong, maybe it was just a faulty router or simply needs a firmware update.